Refund policy
Refund and Returns Policy
Thank you for shopping with Tor's Story. This policy explains your rights when returning an unwanted item, and what happens if an item is faulty, damaged, incorrect or does not arrive.
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
Change-of-Mind Returns
For most products purchased online, you have a legal right to cancel your order without giving a reason.
By law, you normally have 14 days after receiving the goods to tell us that you wish to cancel. At Tor's Story, we extend the period for notifying us to 30 days after delivery.
After telling us that you wish to cancel, you must return the goods without undue delay and no later than 14 days afterwards.
To start a return, email hello@torsstory.com with your name, order number and the item or items you wish to return. You may also use the model cancellation form at the end of this policy.
Condition of Returned Items
You may inspect an item in the same way that you reasonably could in a shop.
Please return the product with its parts, accessories and packaging where reasonably possible. You are responsible for taking reasonable care of it while it is in your possession.
We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.
Missing or damaged packaging will not automatically prevent a return, although any resulting reduction in the product’s value may be taken into account where permitted by law.
Return Postage
For a change-of-mind return, you are responsible for the direct cost of returning the goods to us.
We recommend obtaining proof of postage and using an appropriately insured service. You are not required to use a particular carrier or tracking service.
If an item is faulty, damaged, incorrect or materially different from its description, we will cover reasonable return costs or provide an appropriate return method.
Refunds for Change-of-Mind Returns
When you cancel the whole order, we will refund:
- the price paid for the returned goods; and
- the cost of our least expensive standard delivery option available for that order.
If you selected a more expensive or expedited delivery service, we are not required to refund the additional amount above the cost of standard delivery.
If you return only part of an order, the original delivery charge will not normally be refunded unless it would have been lower had you ordered only the retained items.
We will issue the refund without undue delay and no later than 14 days after:
- we receive the returned goods; or
- you provide evidence that you have sent them back,
whichever occurs first.
We normally process refunds within three business days after receiving and inspecting a return. Your bank or payment provider may take additional time to show the refund in your account.
Refunds will normally be made to the original payment method unless otherwise agreed.
Items Excluded from Change-of-Mind Returns
The statutory right to cancel may not apply to:
- goods made to your specifications or clearly personalised;
- sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed; and
- other products where a specific legal exemption applies.
An exemption applies only where the product genuinely falls within the relevant legal category. These exclusions do not affect your rights where an item is faulty, damaged, unsafe, incorrect or not as described.
Sale and Discounted Items
Sale and discounted items may be returned under the same change-of-mind rules as other eligible online purchases.
They also have the same statutory protections as full-price goods if they are faulty, damaged, incorrect or not as described.
A reduced price reflecting a clearly disclosed defect does not entitle you to complain about that particular disclosed defect, but your other statutory rights remain unaffected.
Faulty, Damaged or Incorrect Items
Goods supplied by us must be of satisfactory quality, fit for their intended purpose and as described.
Please contact us at hello@torsstory.com as soon as reasonably possible if an item is:
- faulty or unsafe;
- damaged on arrival;
- incorrect; or
- materially different from its description.
Please include your order number and, where practical, photographs or other information that helps us understand the problem. This does not reduce your statutory rights.
Where the short-term right to reject applies, you may normally reject faulty goods within 30 days of delivery and receive a refund.
After the initial 30-day period, you may still be entitled to a repair or replacement. If a repair or replacement is impossible, unsuccessful, not provided within a reasonable time or causes significant inconvenience, you may be entitled to a price reduction or refund.
The remedy available will depend on the circumstances and the requirements of the Consumer Rights Act 2015.
Missing Parcels and Parcels Showing as Delivered
If tracking shows that your parcel has been delivered but you cannot locate it, please:
- check with other people at the delivery address;
- check any safe place, porch, shed or outbuilding;
- check with immediate neighbours where appropriate; and
- review any available delivery photograph, GPS information or signature.
If the parcel still cannot be found, contact us promptly at hello@torsstory.com.
We will investigate the delivery with the carrier. We may reasonably ask you to confirm in writing that the parcel was not received and to provide information needed for the investigation.
A carrier investigation or missing-item declaration helps us establish what happened, but it does not remove or reduce your consumer rights and does not make your remedy dependent on whether the carrier compensates us.
We will not unreasonably delay resolving the matter. Where the goods have not been delivered to you, or to a person or location validly authorised by you, we will provide an appropriate replacement or refund.
Orders Returned to Sender
If an order is returned to us because delivery could not be completed, we will contact you to arrange redelivery or cancellation.
Where the address supplied at checkout was incomplete or incorrect, or delivery was repeatedly refused or not collected, we may deduct reasonable additional delivery or return costs where the law permits and where those costs were made clear or reasonably incurred.
We will not charge such costs where the failed delivery was caused by us or the carrier acting on our behalf.
How to Contact Us
Email: hello@torsstory.com
Tor's Story Limited
22 Church Road
West Mersea
CO5 8QH
United Kingdom
Model Cancellation Form
You may use this form to cancel, but you do not have to. You can instead send us any clear statement that you wish to cancel.
To: Tor's Story Limited, 22 Church Road, West Mersea, CO5 8QH, United Kingdom
Email: hello@torsstory.com
I hereby give notice that I cancel my contract for the sale of the following goods:
____________________________________________________________
Order number:
____________________________________________________________
Ordered on / received on:
____________________________________________________________
Customer name:
____________________________________________________________
Customer address:
____________________________________________________________
Signature, only if this form is submitted on paper:
____________________________________________________________
Date:
____________________________________________________________